Business Analyst

Quick Facts

• Role: Business Analyst

• Focus: Discovery and creation of “gold standards” for Payment Services operations/service journeys

• Work model: Hybrid (2 days office / 3 days remote, Kraków)

• Project language: English

• Duration: 12 months+ (extensions possible)

• Start: ASAP

• Assignment type: B2B

• Rate: 140–150 PLN/hour

Description

Lead the discovery process across Payment Services journeys to define and create gold standards based on insights from colleagues, customers, and market research.

Responsibilities

• Run discovery for priority GPS Ops journeys (interviews, workshops, shadowing, and data/MI review)

• Perform light-touch external market research to identify trends, benchmarks, and best practices

• Map current-state journeys/processes, including exceptions and handoffs; identify pain points, rework, and control gaps

• Create gold standards and align stakeholders/process owners for sign-off

• Produce a prioritized improvement backlog with impact/effort/risk, success metrics, and a measurement approach

• Support adoption planning with enablement materials and ways of working to embed standards

Requirements

• Discovery experience in operations/service environments (financial services preferred)

• Journey/process mapping and strong facilitation skills

• Ability to define practical standards (SOPs/standard work/service standards) that get adopted

• Market research capability to assess survey quality, extract insights, and translate benchmarks into actionable standards

• Evidence-led approach using MI/quality data to validate issues and track outcomes

• Strong stakeholder management across Ops, Risk/Controls, Change, and Technology

Nice to Have

• Experience in customer journey mapping across different countries with varying maturity levels

• Familiarity with managing client engagements in a global financial context